الفهرس 
Chapter One General Framework and Literature ReviewOnly 14 pages are availabe for public view
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Abstract
This research aims to investigate the role of electronic customer relationship management (E-CRM) in customer delight in the context of mobile telecommunication companies. The thesis adopted the deductive approach and the method of quantitative analysis as the research methodology. The instrument utilized for data collection was the questionnaire. Consequently, 424 usable questionnaires were collected electronically through social media channels from customers of mobile telecommunication companies in Mansoura City. The data was then analysed using SPSS and AMOS 23. The findings reveal that electronic customer relationship management has a significant positive impact on customer delight. Also, research findings revealed that all electronic customer relationship management dimensions except (alternative payment and frequently asked questions) have a significant positive impact on customer delight. Furthermore, research findings showed that Demographics differences don’t have significant differences in respondents’ opinions regarding research variables (electronic customer relationship management, customer delight) except education level and age. Keywords: Electronic Customer Relationship Management, Customer Delight, Mobile Telecommunication Companies. Based on the above-mentioned research problem, current research is trying to find answers to the following Research Questions: Q1. What is the nature of the correlation relationship between the research variables dimensions (electronic customer relationship management, customer delight)? Q2. Is there an impact of the dimensions of electronic customer relationship management (customized products/services, privacy /security, alternative payment, problem-solving, online feedback, frequently asked questions) on customer delight among customers of mobile telecommunication companies in Mansoura city? Q3. What is the nature of the difference in the perceptions of customers of mobile telecommunication companies in Mansoura city about the Research Variables (electronic customer relationship management, customer delight) according to their different demographic variables (Education level, age, income level, years of dealing with the company, gender)? Research Objectives: The research aims to find answers to its questions in order to solve the research problem. Research Objectives are: O1. Determining the nature of the correlation relationship between the research variables dimensions (electronic customer relationship management, customer delight). O2. Measuring the impact of the dimensions of electronic customer relationship management (customized products/services, privacy /security, alternative payment, problem-solving, online feedback, frequently asked questions) on customer delight among customers of mobile telecommunication companies in Mansoura city. O3. Determining the nature of the difference in the perceptions of customers of mobile telecommunication companies in Mansoura city about the Research Variables (electronic customer relationship management, customer delight) according to their different demographic variables (Education level, age, income level, years of dealing with the company, gender). Research Hypotheses To achieve the research objectives, the researcher developed the following hypotheses based on a literature review: H1. There is a significant correlation between the research variables dimensions (electronic customer relationship management, customer delight). H2. There is a significant impact of the dimensions of electronic customer relationship management on customer delight among customers of mobile telecommunication companies in Mansoura city. H3. There is no significant difference in the perceptions of customers of mobile telecommunication companies in Mansoura city about the Research Variables (electronic customer relationship management, customer delight) according to their different demographic variables (Education level, age, income level, years of dealing with the company, gender).